Experience Analytics Lead: CX Insights & Dashboards

Erie, PA; Millcreek Township (PA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental, Vision & Life

401K with company match

Paid Time Off & Holidays

Employee Assistance Program

Health & Wellness Program

Gradifi Student Loan Paydown Plan

Job summary

ERIEBANK seeks an Experience Analytics Officer to shape customer and employee journeys across digital, branch, and contact channels. You will lead quantitative and qualitative data analysis, deliver insights to cross-functional teams, and support executive management and the board.

You will design dashboards, drive metrics like NPS, eNPS, CSAT, and VoC, communicate stories clearly, and champion data literacy while aligning analytics with business results.

Qualifications

• Bachelor's/four-year degree in Business Analytics, Data Science, Finance, Psychology, or related field.
• Five years' experience with client experience and/or quality data analysis and research.
• Experience with CX/EX analytics programs and dashboards.
• Background screening will be conducted.
• Proficiency in SQL, Power BI, Python/R, Tableau/Power BI.

Responsibilities

• Oversee value-driven data analytics for the Experience team and across the bank.
• Design and manage analytics initiatives with experience goals (NPS, eNPS, CSAT, VoC).
• Support the Marketing Team to track and analyze data and ROI.
• Create/maintain executive dashboards for KPIs, reporting, and insights.
• Communicate findings clearly to both technical and non-technical audiences.

Skills

Data analytics

Data visualization

Stakeholder communication

Cross-functional collaboration

Education

Bachelor's degree in Business Analytics, Data Science, Finance, Psychology, or related field

Tools

SQL

Power BI

Python/R

Tableau

Job description

ERIEBANK seeks an Experience Analytics Officer to shape customer and employee journeys across digital, branch, and contact channels. You will lead quantitative and qualitative data analysis, deliver insights to cross-functional teams, and support executive management and the board.

You will design dashboards, drive metrics like NPS, eNPS, CSAT, and VoC, communicate stories clearly, and champion data literacy while aligning analytics with business results.